AccountId: 011433970860
ContactId: 80227452-dc41-429b-8a0e-196dcb06578e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 355559 ms
Total Talk Time (AGENT): 110986 ms
Total Talk Time (CUSTOMER): 84665 ms
Interruptions: 1
Overall Sentiment: AGENT=2.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/80227452-dc41-429b-8a0e-196dcb06578e_20250519T22:25_UTC.wav
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[CUSTOMER][NEUTRAL] That's the.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was trying to reach a young lady named [PII].
[AGENT][NEUTRAL] [PII], OK, I can see if she is available um, what was your name?
[CUSTOMER][NEUTRAL] Would you
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] I have my policy number.
[AGENT][NEUTRAL] Uh, yes, please.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 714,000.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you one moment please, let me see if she is available.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right. And while I'm waiting for her to respond, Ms. [PII], I'm just gonna verify some information really quick. Um, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] OK, now let me tell you, oh, come on, [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I'm sorry, you said that was [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, we've got that as [PII]. Um, let's see, can I get your uh mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address we've got on file for you and it looks like that is a Gmail account.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Awesome sure appreciate you verifying all of that uh lastly, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] OK, she's using my number. It is [PII].
[CUSTOMER][NEUTRAL] Well, you know what, I just forgot it. [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] If we'd, I hope no that that's right.
[AGENT][NEUTRAL] They say you never call yourself, you know, so.
[CUSTOMER][POSITIVE] That's, that's correct. That's true.
[AGENT][NEUTRAL] Alright, well I sure appreciate all that. It looks like um [PII] is available so give me just a moment I'm just gonna put you on a brief hold and I will get you over to her.
[CUSTOMER][POSITIVE] Thank you so much. If we can't get uh Tory, we'll talk with you.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Sure, that is perfectly fine. I understand sticking with somebody that you know.
[CUSTOMER][NEUTRAL] All right then.
[AGENT][NEUTRAL] Alrighty, one moment.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Miss [PII], I'm so sorry about that wait. Are you still with me?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][POSITIVE] OK, well she was available and I guess she had just gotten a call so we've got a couple options I can do my best to help you out or she can just give you a call back when she's available. Well, it's completely up to you.
[CUSTOMER][NEUTRAL] What what do you do?
[CUSTOMER][NEUTRAL] She can call me back. Yes, at first, yes, since she has, we started with her and uh-huh.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] I completely understand. OK, I'm gonna read back that callback number to make sure that I got that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Will you repeat it again please?
[AGENT][NEUTRAL] Yes, absolutely, uh, [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It
[CUSTOMER][POSITIVE] That is correct.
[AGENT][POSITIVE] Awesome all right well I will pass that along to her. Um, it shouldn't be too awful long that should be able to give you a call right back.
[CUSTOMER][NEUTRAL] It's cold
[CUSTOMER][POSITIVE] We appreciate it.
[AGENT][POSITIVE] Absolutely y'all have a good one.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.